Delivering Seamless Communication & Support with Addcom and 8x8 Unified Communications

The Challenge

Operating in a complex environment that demands speed, clarity, and uptime, the organisation needed to:

• Streamline IT and Communications: With multiple departments and a dispersed workforce, consistency across communication channels was critical.
• Reduce Overhead: Administrative tasks were taking valuable time away from strategic IT work.
• Integrate Seamlessly: A fast-paced operational environment required tools that could adapt and integrate without lag or downtime.
• Source Locally: Prior to working with Addcom, the organisation struggled to find reliable local suppliers for IT hardware and services.

Despite trialling traditional telecommunications systems in the past, they needed something more modern, more scalable—and built for enterprise demands.

The Solution

After evaluating the 8x8 platform through a live demonstration, the organisation selected it for its enterprise-grade functionality, native integrations, and flexibility. Addcom’s local support and solution-first approach sealed the deal.

Key features included:

• Native integration with Microsoft Teams for unified internal communications
• A centralised helpdesk system and phone routing
• AI-powered voice tools to reduce downtime
• Simple scalability to support national operations

Implementation & Onboarding

The onboarding experience was seamless, supported by Addcom’s proactive delivery of training resources and hands-on project management.

“The transition was busy, especially with many departments involved, but Addcom’s support was consistent. Our account manager was always responsive and kept things moving.”

With multiple departments engaged and essential services in play, the implementation needed to be both rapid and adaptable. There was no room for delays or rigid rollouts—Addcom’s flexibility, agility, and communication ensured a smooth deployment without disrupting operations.

Product Offering Benefits:

Addcom’s IT and communications support was pivotal in meeting the organisation’s needs:

• Tailored Communication Solutions: By offering state-of-the-art phone services alongside other IT support, Addcom has ensured that daily operations—especially during high-volume periods—run smoothly.
• Reduced Administrative Overhead: One of the primary aims was to cut down on redundant processes. The solutions implemented not only provided reliable service but also eased the daily burden on a lean internal IT team, allowing them to focus on more strategic tasks.
• Rapid Response and Ongoing Support: Addcom’s hands-on approach, characterised by proactive communication and troubleshooting during transitions, has significantly reduced downtime and improved overall efficiency.

The Results & Impact

Since rolling out 8x8, the organisation has seen clear improvements in both internal workflows and customer experience:

• Reduced administrative overhead for the small IT team
• Improved flexibility in communications through Teams integration
• Faster provisioning and setup for new users
• Streamlined helpdesk processes and more efficient call routing
• Enhanced customer experience through quicker, more direct communication

We’re always about trying to reduce overhead on our processes. With the solutions now in place, administrative tasks are lower than before, which is a huge win for our small IT team.

Ongoing Support

The organisation continues to rely on Addcom for ongoing IT, hardware and communications support.  

• Dedicated Account Management: they benefits from personal, one-to-one support with their dedicated account manager – ensuring that issues are quickly identified and addressed.
• Dedicated project manager: One standout moment included Addcom’s coordination of hardware deliveries under tight timelines, with a dedicated project manager ensuring everything landed at the right site at the right time. The project manager, an Addcom team member, was mentioned as a “great asset” during deployment.
• Integrated Device Management: Addcom supports multiple facets such as printer services and telephony solutions. For example, the swift handling of “swap cards” demonstrates the agility in logistics and coordination.
• Collaborative Partnerships: In addition to Addcom’s robust product offerings, the organisation leverages support from the 8 x 8 team, ensuring comprehensive coverage and seamless transitions during critical periods.

 The service remains responsive and personal: “I can always get in touch with Michael or the team. They not only respond quickly but also proactively bring new solutions to the table.”

Final Thoughts & Recommendation

Would this organisation recommend Addcom and 8x8? “Definitely! The personal support, the dedicated account manager, and the quality of solutions make all the difference.”

With Addcom’s local expertise and 8x8’s enterprise-grade communications platform, this organisation has future-proofed its operations and created a more connected, responsive business. 

Conclusion

This organisation’s strategic partnership with Addcom underscores the value of combining reliable technology solutions with outstanding customer support. The integration of innovative IT and telephony services has allowed them to reduce administrative overhead, streamline communication, and ensure smooth day-to-day operations even during high-demand periods.

 The success of this collaboration is evident in the positive testimonials provided by the organisation’s leadership and the marked improvement in efficiency across multiple departments. As they continue to navigate the complexities of its unique operational landscape, Addcom remains a trusted partner, dedicated to driving operational excellence and customer satisfaction.

About Addcom

Addcom Technologies is a trusted IT and communications partner for businesses across Australia, offering innovative solutions like 8x8 Unified Communications, managed IT services, hardware supply, and ongoing support tailored to your business needs. We are all about how IT can make your business better.  

About the 8x8 Solution

We implemented the 8×8 telephony and communications platform, delivering a comprehensive, integrated phone system tailored to their unique operational needs.

Unified Communications:

Phone Licenses & Dial-In Capabilities

• Full telephony coverage was achieved by assigning 8×8 X-Series phone licenses to the team—granting each user their own extension and business number, managed seamlessly through the 8×8 Admin Console.
• Employees now benefit from PSTN calling, including international dialing, without needing separate services—8×8 provides unlimited calling in numerous countries and direct PSTN replacement across regions.
• Dial-in support and call queue management are native to the platform, enabling the organisation to streamline inbound calls, connect across multiple sites, and empower their small IT team with simplified administration.

Microsoft Teams Integration

• Through 8×8 Voice for Microsoft Teams, users enjoy a fully embedded telephony experience directly within Teams. Extensions and phone numbers are synchronised behind the scenes, enabling users to make and receive calls without leaving the Teams interface.
• The 8×8 Phone App for Teams eliminates the need for costly Teams Phone licenses or external apps. It delivers:
  
  • Native dial pad and call controls (hold, transfer) integrated seamlessly in the Teams sidebar.
  • Accurate presence sync so colleagues see real-time availability across both Teams and 8×8,
  • Access to call history, contacts, active calls, and shared features like SMS/MMS/fax from within Teams.
• No additional per-user Teams Phone license is required—making the solution cost-effective and easy to manage